Technical Support Engineer

verygoodsecurity; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

VeryGoodSecurity is seeking a hands-on technical Support Engineer to join our security tokenization platform team. The role emphasizes debugging, troubleshooting network and integration issues, onboarding new customers, and resolving tickets during PT business hours.

You’ll lead incident responses, own operational decisions, and coordinate with Engineering and GTM teams to notify customers, plan maintenance, and communicate impacts.

Qualifications

• Hands-on technical role in support of tokenization platform.
• Experience onboarding customers and resolving tickets.
• Familiarity with incident management processes.

Responsibilities

• Debugging and troubleshooting network and integration issues.
• Onboard new customers and resolve tickets during PT business hours.
• Lead incident responses and coordinate with Engineering and GTM teams to communicate with customers and schedule maintenance.

Job description

VGS is the world's leader in payment tokenization. Large banks, aspiring fintechs, and growing merchants embed our universal token vault into their technology stack to manage the complexities of payment data tokenization across processors and networks, open banking, card issuance, omnichannel loyalty, PCI compliance, payment orchestration, and more. We empower our clients and partners by tokenizing sensitive payment data, limiting compliance scope, and consolidating payments to unlock revenue and business opportunities.

VGS provides processor-agnostic tokenization solutions via secure universal token vaults, iframes, mobile SDKs, tokenization proxies, APIs, and data orchestration tooling to support payment acceptance, card issuance, PII and bank account tokenization, and other payments value-added services. Some of the use cases we enable include multi-processor Network Tokenization, Account Updater, payment orchestration, secure settlement file processing, 3DS, and Risk provider connectivity.

The majority of this role is hands-on technical work: debugging, troubleshooting network and integration issues, onboarding new customers, and resolving tickets.

The remainder is operational ownership and cross-team coordination. The support team plays a vital role in translating between our Engineering and Go-To-Market teams (including account management and sales). During incidents, outages, escalations, and planned maintenance, you are the primary on-shift decision-maker for PT business hours: you decide whether an incident goes on the public status page, approve the wording of customer notifications, set maintenance timing, and coordinate as needed with the GTM teams so that they are aware of any impacts to their clients. These decisions sit with leadership today, and we want them to be owned within Support.

They come up infrequently but are time-sensitive and customer-visible. You'll have a written scope of what you can approve independently and what requires the manager, expanding as you establish a track record.